Hi, fellow Torontonians,
I had a not-so-great experience with Tailored Living Toronto, despite all the great things you might have heard about them, I want to tell you that they are not true.
Things were proceeding well until the installation day. I was working from home that day but unfortunately had to be on the phone the entire time. As soon as the installation guy came in and took off his shoes, I could smell the overpowering stink on his feet. It was as if he had not showered in a year. Imagine the most stinky pair of feet that you ever smelled, and multiply that by 100 times – it’s so overwhelming that despite I was having a telephone conference in the study room with the door closed, I had to keep pinching my nose to concentrate.
I don’t know what got into me that day that I didn’t immediately ask him to leave… but I really regret it. Because after he left, my entire house smelled like somebody had peed and defecated everywhere. I opened all windows all night long. And started cleaning the floor with heavy chemicals. But the smell was so strong that it would not die off. I did another round of deep cleaning after a full week. Still, today if I sit down on my beautiful hardwood floor, I could still smell that stink… it makes me angry.
If you are reading this – I want to let you know that I am not a person who gives a bad review casually. I would have given Marc and Jill a good review, despite a few mistakes they have made along the way (i.e., broke a hole in the staircase but later patched up; the wrong installation and damaged cabinet door but fixed later, etc.). Those I can understand and forgive. No one is perfect and mistakes are allowed.
But what I can’t forgive is how Marc and Jill served their customers. Have they done any due diligence on the sub-contractor they hired? It was nice and pleasant during the sales stage – but the installation day is THE moment of truth. If you can allow a nasty, stinky and hobo-looking person to enter your customer’s home, can you really say that you “pride ourselves on providing a first-rate customer experience every time”? And if such a person come to your own house, would you tolerate that?
What’s more disappointing is that, after I confronted Jill with what happened. She kept stressing that “In our five years in business this is the first time the issue has arisen. We pride ourselves on providing a first-rate customer experience every time”. Well, I can only say that that’s probably an illusion. As a customer, I disagree.